North Highland has broad capabilities spanning strategy development, operations management, process improvement, people and change management, and technology advisory. An analyst firm review finds that North Highland excels at organizational operations due to its experienced consulting model. It also has strong customer interaction management capabilities and expertise in enterprise performance management and organizational change management. The review cites a case study where North Highland helped the American Red Cross improve its donor experience and regain lost market share through developing a customer-focused vision and roadmap of initiatives.
Este documento presenta información sobre métodos cuantitativos aplicados a la investigación científica educativa. Explica conceptos clave como investigación, proyectos de investigación, paradigma y tipos de paradigma como el positivista y el interpretativo. Además, ofrece definiciones de investigación, describe las etapas de un proyecto de investigación e identifica actividades como la recolección y análisis de datos.
Kt Flood presented on ways for companies to address rising healthcare costs. The presentation discussed how healthcare costs burden companies and the role of HR in addressing the issue. Initiatives proposed included offering high deductible health plans, transferring choice to employees, introducing wellness programs to combat preventative health issues, and decreasing employee health spending while increasing fitness and overall health. New healthcare reform provides tax credits for companies to establish wellness programs and incentives to encourage preventative care.
Este documento describe la mitología yaqui conocida como ba'atnaa'ateka, que relata el origen del mundo según los yaquis. Explica que originalmente todo era agua y que el sapo trajo la lluvia para crear el mundo. También analiza cómo diferentes autores han estudiado y interpretado esta mitología yaqui a lo largo de los años, desde las primeras compilaciones hasta enfoques más recientes y estructuralistas. Finalmente, señala algunas limitaciones y falta de precisión en algunos de los análisis previos de la mitología
The New Era of Engagement is Driving Content Marketing and Native Advertising...Digiday
The document discusses how engagement metrics will replace click-through rate (CTR) for measuring upper funnel marketing campaign objectives. It notes that content marketing and native advertising are better mediums for delivering engaging messages at scale. The document also states that most marketers are leveraging content marketing and native advertising to support brand engagement, and technology will power a new era of engagement. It provides survey results that content marketing will become more programmatic and common engagement metrics used for measuring campaign success.
Este documento proporciona información sobre el pan Bimbo, incluyendo sus ingredientes, formas de consumo, condiciones de manejo y almacenamiento, y formatos disponibles. El pan Bimbo es un clásico hecho con los mejores ingredientes y un cuidadoso horneo, y es ideal para preparar emparedados, tostadas y canapés. Se recomienda consumirlo directamente o como acompañamiento y almacenarlo a temperatura ambiente sin exceder 27°C y 75% de humedad. Bimbo ofrece el pan en 5
This document summarizes a presentation on advising technology mythbusting. It discusses common myths around using social media on campus, such as that a social media strategy is not needed and that sensitive data will be exposed. It also covers assessing current technology use, choosing appropriate communication channels, and resources for academic advisors to enhance advising through technology while addressing legal and best practice issues. The presentation aims to provide guidance and address challenges for advisors in effectively utilizing social media.
Este documento presenta información sobre métodos cuantitativos aplicados a la investigación científica educativa. Explica conceptos clave como investigación, proyectos de investigación, paradigma y tipos de paradigma como el positivista y el interpretativo. Además, ofrece definiciones de investigación, describe las etapas de un proyecto de investigación e identifica actividades como la recolección y análisis de datos.
Kt Flood presented on ways for companies to address rising healthcare costs. The presentation discussed how healthcare costs burden companies and the role of HR in addressing the issue. Initiatives proposed included offering high deductible health plans, transferring choice to employees, introducing wellness programs to combat preventative health issues, and decreasing employee health spending while increasing fitness and overall health. New healthcare reform provides tax credits for companies to establish wellness programs and incentives to encourage preventative care.
Este documento describe la mitología yaqui conocida como ba'atnaa'ateka, que relata el origen del mundo según los yaquis. Explica que originalmente todo era agua y que el sapo trajo la lluvia para crear el mundo. También analiza cómo diferentes autores han estudiado y interpretado esta mitología yaqui a lo largo de los años, desde las primeras compilaciones hasta enfoques más recientes y estructuralistas. Finalmente, señala algunas limitaciones y falta de precisión en algunos de los análisis previos de la mitología
The New Era of Engagement is Driving Content Marketing and Native Advertising...Digiday
The document discusses how engagement metrics will replace click-through rate (CTR) for measuring upper funnel marketing campaign objectives. It notes that content marketing and native advertising are better mediums for delivering engaging messages at scale. The document also states that most marketers are leveraging content marketing and native advertising to support brand engagement, and technology will power a new era of engagement. It provides survey results that content marketing will become more programmatic and common engagement metrics used for measuring campaign success.
Este documento proporciona información sobre el pan Bimbo, incluyendo sus ingredientes, formas de consumo, condiciones de manejo y almacenamiento, y formatos disponibles. El pan Bimbo es un clásico hecho con los mejores ingredientes y un cuidadoso horneo, y es ideal para preparar emparedados, tostadas y canapés. Se recomienda consumirlo directamente o como acompañamiento y almacenarlo a temperatura ambiente sin exceder 27°C y 75% de humedad. Bimbo ofrece el pan en 5
This document summarizes a presentation on advising technology mythbusting. It discusses common myths around using social media on campus, such as that a social media strategy is not needed and that sensitive data will be exposed. It also covers assessing current technology use, choosing appropriate communication channels, and resources for academic advisors to enhance advising through technology while addressing legal and best practice issues. The presentation aims to provide guidance and address challenges for advisors in effectively utilizing social media.
North Highland provides a range of consulting capabilities including strategy development, operations management, process improvement, change management, and technology advisory services. According to a review by Kennedy Consulting Research & Advisory, North Highland is strong in organizational change due to its experienced consulting model. It utilizes smaller teams to quickly help clients, and has deep expertise in areas like enterprise performance management. The case study describes how North Highland helped the American Red Cross improve its donor retention and regain market share by developing a more customer-centric strategy and processes.
Chazey Partners - Your Business Services Partner Chazey Partners
The brochure gives you an edgy information on how Chazey Partners - a practitioners-led global advisory business - works with shared services leaders globally to deliver world-class operations
Unlocking Business Value Strategies Tailored for North Carolina.pptxcapivisgroup
Sustainability is an important element of Business Value Improvement NC and not merely a global buzzword. Adopt environment-friendly practices like reducing carbon footprints as well as integrating sustainability solutions within your operations. Therefore, this resonates well with ethically mindful customers as much as it puts your business on the positive side of being a good neighbor within its locality.
Sub-Saharan Consulting Group (SSCG) is a global management consulting and professional services firm that provides advisory, consulting, and operational support across various industries. SSCG helps clients make distinctive transformations to drive sustainable growth, increase trust and collaboration. The firm's practices include strategy, growth, economic advisory, business process management, operational excellence, organizational transformation, and portfolio management. SSCG brings independence, insight, and expertise to help clients improve performance, drive growth, and increase customer value.
The document provides an overview of Paladin, a middle-market advisory firm that offers various consulting services including restructuring advisory, transaction advisory, performance improvement, strategic communications, and strategic advisory. It describes Paladin's core service areas and industry expertise. It also highlights what makes Paladin different such as their exceptional talent, collaboration over conflict approach, fact-driven communication, and focus on results. Finally, it introduces some of Paladin's senior team members and their backgrounds.
S A Partners is a long-standing Lean Enterprise consultancy based in Europe. They were originally formed in 1993 to transfer the research of Professor Peter Hines into practical tools and methods for businesses. S A Partners now has three UK offices and forty consultants working with clients globally to apply Lean principles and improve business performance.
How Barcodes Can Be Leveraged Within Odoo 17Celine George
In this presentation, we will explore how barcodes can be leveraged within Odoo 17 to streamline our manufacturing processes. We will cover the configuration steps, how to utilize barcodes in different manufacturing scenarios, and the overall benefits of implementing this technology.
🔥🔥🔥🔥🔥🔥🔥🔥🔥
إضغ بين إيديكم من أقوى الملازم التي صممتها
ملزمة تشريح الجهاز الهيكلي (نظري 3)
💀💀💀💀💀💀💀💀💀💀
تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
🔥🔥🔥🔥🔥🔥🔥🔥🔥
A Visual Guide to 1 Samuel | A Tale of Two HeartsSteve Thomason
These slides walk through the story of 1 Samuel. Samuel is the last judge of Israel. The people reject God and want a king. Saul is anointed as the first king, but he is not a good king. David, the shepherd boy is anointed and Saul is envious of him. David shows honor while Saul continues to self destruct.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Philippine Edukasyong Pantahanan at Pangkabuhayan (EPP) CurriculumMJDuyan
(𝐓𝐋𝐄 𝟏𝟎𝟎) (𝐋𝐞𝐬𝐬𝐨𝐧 𝟏)-𝐏𝐫𝐞𝐥𝐢𝐦𝐬
𝐃𝐢𝐬𝐜𝐮𝐬𝐬 𝐭𝐡𝐞 𝐄𝐏𝐏 𝐂𝐮𝐫𝐫𝐢𝐜𝐮𝐥𝐮𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬:
- Understand the goals and objectives of the Edukasyong Pantahanan at Pangkabuhayan (EPP) curriculum, recognizing its importance in fostering practical life skills and values among students. Students will also be able to identify the key components and subjects covered, such as agriculture, home economics, industrial arts, and information and communication technology.
𝐄𝐱𝐩𝐥𝐚𝐢𝐧 𝐭𝐡𝐞 𝐍𝐚𝐭𝐮𝐫𝐞 𝐚𝐧𝐝 𝐒𝐜𝐨𝐩𝐞 𝐨𝐟 𝐚𝐧 𝐄𝐧𝐭𝐫𝐞𝐩𝐫𝐞𝐧𝐞𝐮𝐫:
-Define entrepreneurship, distinguishing it from general business activities by emphasizing its focus on innovation, risk-taking, and value creation. Students will describe the characteristics and traits of successful entrepreneurs, including their roles and responsibilities, and discuss the broader economic and social impacts of entrepreneurial activities on both local and global scales.
North Highland provides a range of consulting capabilities including strategy development, operations management, process improvement, change management, and technology advisory services. According to a review by Kennedy Consulting Research & Advisory, North Highland is strong in organizational change due to its experienced consulting model. It utilizes smaller teams to quickly help clients, and has deep expertise in areas like enterprise performance management. The case study describes how North Highland helped the American Red Cross improve its donor retention and regain market share by developing a more customer-centric strategy and processes.
Chazey Partners - Your Business Services Partner Chazey Partners
The brochure gives you an edgy information on how Chazey Partners - a practitioners-led global advisory business - works with shared services leaders globally to deliver world-class operations
Unlocking Business Value Strategies Tailored for North Carolina.pptxcapivisgroup
Sustainability is an important element of Business Value Improvement NC and not merely a global buzzword. Adopt environment-friendly practices like reducing carbon footprints as well as integrating sustainability solutions within your operations. Therefore, this resonates well with ethically mindful customers as much as it puts your business on the positive side of being a good neighbor within its locality.
Sub-Saharan Consulting Group (SSCG) is a global management consulting and professional services firm that provides advisory, consulting, and operational support across various industries. SSCG helps clients make distinctive transformations to drive sustainable growth, increase trust and collaboration. The firm's practices include strategy, growth, economic advisory, business process management, operational excellence, organizational transformation, and portfolio management. SSCG brings independence, insight, and expertise to help clients improve performance, drive growth, and increase customer value.
The document provides an overview of Paladin, a middle-market advisory firm that offers various consulting services including restructuring advisory, transaction advisory, performance improvement, strategic communications, and strategic advisory. It describes Paladin's core service areas and industry expertise. It also highlights what makes Paladin different such as their exceptional talent, collaboration over conflict approach, fact-driven communication, and focus on results. Finally, it introduces some of Paladin's senior team members and their backgrounds.
S A Partners is a long-standing Lean Enterprise consultancy based in Europe. They were originally formed in 1993 to transfer the research of Professor Peter Hines into practical tools and methods for businesses. S A Partners now has three UK offices and forty consultants working with clients globally to apply Lean principles and improve business performance.
How Barcodes Can Be Leveraged Within Odoo 17Celine George
In this presentation, we will explore how barcodes can be leveraged within Odoo 17 to streamline our manufacturing processes. We will cover the configuration steps, how to utilize barcodes in different manufacturing scenarios, and the overall benefits of implementing this technology.
🔥🔥🔥🔥🔥🔥🔥🔥🔥
إضغ بين إيديكم من أقوى الملازم التي صممتها
ملزمة تشريح الجهاز الهيكلي (نظري 3)
💀💀💀💀💀💀💀💀💀💀
تتميز هذهِ الملزمة بعِدة مُميزات :
1- مُترجمة ترجمة تُناسب جميع المستويات
2- تحتوي على 78 رسم توضيحي لكل كلمة موجودة بالملزمة (لكل كلمة !!!!)
#فهم_ماكو_درخ
3- دقة الكتابة والصور عالية جداً جداً جداً
4- هُنالك بعض المعلومات تم توضيحها بشكل تفصيلي جداً (تُعتبر لدى الطالب أو الطالبة بإنها معلومات مُبهمة ومع ذلك تم توضيح هذهِ المعلومات المُبهمة بشكل تفصيلي جداً
5- الملزمة تشرح نفسها ب نفسها بس تكلك تعال اقراني
6- تحتوي الملزمة في اول سلايد على خارطة تتضمن جميع تفرُعات معلومات الجهاز الهيكلي المذكورة في هذهِ الملزمة
واخيراً هذهِ الملزمة حلالٌ عليكم وإتمنى منكم إن تدعولي بالخير والصحة والعافية فقط
كل التوفيق زملائي وزميلاتي ، زميلكم محمد الذهبي 💊💊
🔥🔥🔥🔥🔥🔥🔥🔥🔥
A Visual Guide to 1 Samuel | A Tale of Two HeartsSteve Thomason
These slides walk through the story of 1 Samuel. Samuel is the last judge of Israel. The people reject God and want a king. Saul is anointed as the first king, but he is not a good king. David, the shepherd boy is anointed and Saul is envious of him. David shows honor while Saul continues to self destruct.
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Philippine Edukasyong Pantahanan at Pangkabuhayan (EPP) CurriculumMJDuyan
(𝐓𝐋𝐄 𝟏𝟎𝟎) (𝐋𝐞𝐬𝐬𝐨𝐧 𝟏)-𝐏𝐫𝐞𝐥𝐢𝐦𝐬
𝐃𝐢𝐬𝐜𝐮𝐬𝐬 𝐭𝐡𝐞 𝐄𝐏𝐏 𝐂𝐮𝐫𝐫𝐢𝐜𝐮𝐥𝐮𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬:
- Understand the goals and objectives of the Edukasyong Pantahanan at Pangkabuhayan (EPP) curriculum, recognizing its importance in fostering practical life skills and values among students. Students will also be able to identify the key components and subjects covered, such as agriculture, home economics, industrial arts, and information and communication technology.
𝐄𝐱𝐩𝐥𝐚𝐢𝐧 𝐭𝐡𝐞 𝐍𝐚𝐭𝐮𝐫𝐞 𝐚𝐧𝐝 𝐒𝐜𝐨𝐩𝐞 𝐨𝐟 𝐚𝐧 𝐄𝐧𝐭𝐫𝐞𝐩𝐫𝐞𝐧𝐞𝐮𝐫:
-Define entrepreneurship, distinguishing it from general business activities by emphasizing its focus on innovation, risk-taking, and value creation. Students will describe the characteristics and traits of successful entrepreneurs, including their roles and responsibilities, and discuss the broader economic and social impacts of entrepreneurial activities on both local and global scales.
1. “North Highland has broad capabilities
that span strategy development through
to operations management and process
improvement, to people and change
management, to technology advisory
and enablement.”
OPERATIONS MANAGEMENT
By Kennedy Consulting Research & Advisory
A REVIEW OF NORTH HIGHLAND’S
CAPABILITIES FROM ONE OF THE
WORLD’S LEADING ANALYST FIRMS
2. Here’s what Kennedy NORTH HIGHLAND’S MODEL
“North Highland’s experienced hiring model
Research says about allows it to utilize smaller consulting teams
to more quickly help clients than under a
North Highland traditional pyramid staffing model.”
“The partnership has grown to include eight
ORGANIZATIONAL OPERATIONS consultancies around the world, a reflection
“North Highland is strong in this segment due of its successful ability to pull together local
to a highly experienced consulting model, which capabilities to provide more global solutions.”
allows it to quickly facilitate operational change
within client organizations.” NORTH HIGHLAND’S EXPERTISE
“…the firm’s consulting approach resonates
“Clients that prefer a lower leverage model well with clients’ requests for deeper industry
(i.e., higher share of senior consultants) will expertise, and the firm has a solid track record
often find that smaller consultancies, such as working with many leading brands. Additionally,
North Highland, are better suited to helping them.” for the past few years, the firm has consistently
been selected as one of the best consulting
NORTH HIGHLAND’S EXPERIENCE firms at which to work, which will give it an
“North Highland has broad capabilities that span edge for hiring skilled talent.”
from strategy development, through to operations
management and process improvement, to people “… strong ability to combine strategy, OM,
and change management, to technology advisory and technology skills to provide clients with
and enablement. North Highland seeks to provide ‘solutions’ rather than one-off projects.”
clients with a unique consulting experience, with
a more experienced set of consultants available “North Highland has particular depth of expertise
to help clients in the areas where its clients in Enterprise Performance Management, Process
are located.” Improvement, and Organizational Change
Management. NH’s experienced consulting
“... a more pragmatic approach to consulting approach lends itself well to successfully helping
engagements.” clients with organizational change.”
CAPABILITIES SUMMARY
STRONG STRONG MODERATE MODERATE
ORGANIZATIONAL CUSTOMER INTERACTION PERFORMANCE FINANCIAL
OPERATIONS MANAGEMENT IMPROVEMENT OPERATIONS
3. CASE IN POINT:
Helping The American Red Cross Improve Donor
Experience and Gain Market Share
Client Issue: Results:
The American Red Cross Blood Services division’s The Red Cross expects to yield over $10 million
revenues had fallen due to an inability to generate in revenue, conservatively, simply through a one-
enough supply (i.e., fewer blood donations). As a percentage-point improvement in donor retention.
result, the Red Cross was facing a challenge of The Red Cross improve(d) its customers’ experience
declining market share (down roughly 10% over by better targeting marketing to its various donor
the last 10 years) and increased competition from segments, better allocating marketing spend and
other non-profit and for-profit blood collection campaign metrics by customer value and behavior,
organizations and competing blood banks. and consolidating its marketing initiatives and call
centers to improve consistency of the customer
experience. In addition, by developing a comprehensive
Firm Selected: approach to managing customer experience and
North Highland was selected to work with the client
utilizing a more customer-centric marketing
to develop and execute on a strategy to improve the
approach, the Red Cross hopes to regain market
customer experience of donors and sponsors. As the
share and improve its ability to meet the needs of
client put it, “North Highland brings expertise – we
hospitals and patients.
like them because they get much more involved in the
execution and success of projects than just providing
advice. They bring far more practical expertise to the Lessons Learned:
table than others we’ve worked with in the past.” The Red Cross has developed a long-term, rewarding
relationship with the North Highland Company, and
decided to work with the consultancy again to help
Solution/Work Done: it improve its customer interaction approach and
The problem was that the Red Cross was internally
processes within other of its divisions, such as within
focused and did not have a customer-centric approach
the Humanitarian part of the organization.
for acquiring and retaining customers (e.g., donors and
sponsors). North Highland developed a new customer-
focused vision for the Blood Services division, along
with a roadmap with 16 initiatives and associated
recommendations for donor and sponsor recruitment
and retention. North Highland developed a customer
lifetime value model that analyzed customer propensity
to donate blood. The Red Cross subsequently altered
its strategy to focus on donor retention rather than
donation frequency.
From Operations Management Consulting Marketplace 2010-2013, Key Trends, Profiles and Forecasts,
Kennedy Consulting Research & Advisory, Ashley M. Newton and Erick Burchfield. 2011.